Service Report by Department
View for analysis only the services of your department, with custom filters and export of specific reports.
The department service report is a segmented version of the service reports, ideal for companies that have multiple operations or independent departments within the same account.
In it, you view exclusively the services directed to the department to which your user is linked, ensuring privacy and organization between different areas or companies.
How to Access
Access: Service / Digital Service / Department Service Report, as shown in the Figure 1:
Figure 1: Department service report.
Displayed Information
The screen opens showing a pagination with the most recent services recorded in your department and the following information:
Protocol and contact form information - service protocol plus the data captured in the bot's initial contact form (such as name, for example).
Date and Time of the services - date and time of the start of the service.
Status - service status. To learn the types of status click here.
Department - department to which the service was directed (it will always be your department or linked subdepartments). To learn more about the departments registered on the platform click here.
Rating - service rating, given by the virtual attendant when the customer returns to the bot.
Accessing the Service Content
In addition to the basic information, you will see the icon:
By clicking on it, you access the complete content of the related service, as shown in Figure 2:
Figure 2: Service Content.
This action serves both for monitoring and for analyzing content for sampling services from your department. See in Figure 2 that it is possible to access the service in the same tab or in another browser.
Available Actions in the Content
In Figure 3 see the actions you can take after accessing the content:
Figure 3: Actions in the Service Content.
You can:
1. Click the icon to download the service, choosing between:
Session Report (the last 24 hours of this client's access on WhatsApp, which may contain several services).
This session time is defined by Meta. After twenty-four hours, the service is automatically closed, with status canceled due to inactivity.
Service Report (file containing only the service in question).
Download in PDF or ZIP Format.
2. Click the gear icon to:
Add a label qualifying the service.
View the history, that is, the service timeline.
Filters
The button Filters allows refining the view of the services of your department based on various parameters, such as period, status, channel, user, label, rating and much more.
It is possible to combine different criteria to generate custom reports according to your needs. See in Figure 4:
Figure 4: Filters.
In addition to the basic fields, you can apply filters for service time, waiting time and average response times between customer and agent, allowing a more detailed analysis of performance of your department, as we saw above in Figure 4.
Detailing of Filter Fields
See below the detail of each field:
Figure 5: Filter Fields.
a) Protocol - filter by the service protocol if you want to find a specific service.
By default, the protocols generated on the platform always start with YYYYMMDD and a sequence of numbers, totaling 17 digits. Example: 20251007092633646.
b) Time Period - filter the report by a time period, starting from the start date and ending on the end date. You can access data in this report up to five years back.
If you need a longer period, contact us so we can release your legacy data base.
c) Session - filter by the WhatsApp session. It is possible to copy the session of a given service here or here.
d) Status - filter by the status of the services. Learn about each of them here.
e) Department - filter by the departments linked to the user. Example: Billing.
f) Users - filter by users of your department and check all services of a given user.
g) Channel - filter by the channel through which the customer overflowed to human service. Example: Facebook, WhatsApp, Telegram, among others.
h) Label - filter by labels added by the attendant during the service. They are the qualifications of the service. Learn more about labels here.
i) Rating - whenever a human service is closed, the customer returns to the bot and answers a satisfaction survey about the service. Filter by this rating, ranging from excellent, good, fair, poor and very poor.
j) Sentiment - filter by the same rating scale, but now with the evaluation made by tato's AI.
k) Contact Form Key - filter by the information provided by the customer before overflowing. This information varies depending on the flow designed for your company. Example keys: Name, Phone, E-mail.
l) Additional Information - filter by the information added by the attendant during the service. Learn more about additional information here.
m) Service Duration - filter (in minutes) the services by their duration, choosing among the intervals: Less than, Less than or Equal to, Greater than, Greater than or Equal to and Between.
n) Waiting Time - filter (in minutes) the services by the time they waited in the queue to be served, choosing among the intervals: Less than, Less than or Equal to, Greater than, Greater than or Equal to and Between.
o) Agent's First Response Time - filter (in minutes) the services by the time the attendant took to make their first interaction, choosing among the intervals: Less than, Less than or Equal to, Greater than, Greater than or Equal to and Between.
p) Average Response Time between Customer and Agent - filter (in minutes) the services by the interaction dynamics between customer and attendant, choosing among the intervals: Less than, Less than or Equal to, Greater than, Greater than or Equal to and Between.
q) Average Response Time between Agent and Customer - filter (in minutes) the services by the interaction dynamics between attendant and customer, choosing among the intervals: Less than, Less than or Equal to, Greater than, Greater than or Equal to and Between.
Export Reports
After defining your search filter and seeing the result return on screen, you can export the report to your e-mail.
With the button Export, you can generate reports in two formats: CSV or PDF. See in Figure 6:
Figure 6: Export Reports.
Note above that it is also possible:
a) Export the Services Report - by choosing this option, you export the report based on the attendant who completed the filtered services of your department.
b) Export the Services History Report - by choosing this option you export the report with the services history: who started the service, who transferred, who received the transfer and who completed it.
c) In addition to including forms or additional information in columns, if desired.
Service Chart
After applying filters, the system displays a chart with the total number of services of your department, segmented by status (Completed, Canceled due to Inactivity, Started, Customer does not respond).
This view makes it easier to identify patterns and analyze the performance of the service team. See in Figure 7:
Figure 7: Service chart.
Service Statuses
The service status is a filter information present in several digital reports. Learn about each of them:
a) Select All: shows all services of your department, regardless of status.
b) Inertia: is a starting point of the service, an internal state, for advanced filters.
c) Waiting for service: filters only the services that are waiting in the queue to be served.
d) Started: filters only services in progress at the time of the filter.
e) Canceled: filters services canceled by the manager with special permission to do so during service handling in the report.
f) Completed: filters only services successfully completed.
g) Transferred: filters only services forwarded to another user or department.
h) Canceled by the Customer: status that existed when the customer, in service on the Webchat, pressed F5 or closed the service window.
i) Canceled due to Inactivity: filters only the services automatically canceled by Meta (WhatsApp) after 24 hours.
j) Canceled by the Customer Service in Progress: status that existed when the customer, in service on the Webchat, pressed F5 or closed the service window.
k) Customer does not Respond: filters only services closed by the attendant due to lack of interaction with the customer. More details here.
Use Cases
The department service report is especially useful for:
Companies with multiple operations in the same account that need privacy and data segmentation between departments.
Corporate groups that manage different brands or business units within the same platform.
Specialized teams (sales, support, billing) that need to view only their own services.
Department managers who require isolated analyses without interference from data from other areas.
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